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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 620-344-0178 ~ abc@xyz.com
Career Profile
Dedicated and accomplished Strategic Leader with 20+ years of experience and a solid track record of achieving exceptional levels of productivity along with a demonstrated background in improving efficient business operations and identifying potential clients within the territory. Equipped with high-level communication and presentation skills with a commitment to superior client service and satisfaction. Offer solid supervisory abilities with experience in leading large-scale projects, managing cross-functional teams, and implementing innovative processes.
Key Competencies
Operations Management Team Leadership/Motivation Training/Coaching Self-Motivated
Key Client Retention Relationship Building Staff Development CRM Report Development
Persuasive Presentations Call Center Environment Strategy Alignment New Business Development
Strategy Implementation Staff Management Crystal Reports Software Contract Negotiation
Professional Experience
Birch Communications, Emporia, KS August 2002-Present
Director, Customer Care
Direct daily operations within a fast-paced call center environment with a concentration on increasing productivity and efficiency levels
Design and implement innovative policies and standard operating procedures which increase retention rates and improve customer satisfaction levels
Create comprehensive departmental reports used by senior leadership, review CRM reports, and supervise approximately 14 individual customer support teams
Utilized superior communication and interpersonal abilities to maintain positive rapport with clients in addition to diffusing escalated customer service situations
Played a lead role in 26 acquisitions which were aimed at implementing new products and customer bases into a complex support structure
Recognized with the Call Center of Excellence Certification in 2012, 2013 =, and 2014
Awarded Top 100 Call Center in 2013 and Top 50 Call Center Award in 2014
Manager, Universal Call Center
Coordinated daily operations within a call center which required supervising a team of 18 Customer Service Representatives and providing individualized coaching/feedback
Ensured both individual and group call center metrics were adhered to, generated monthly reports which highlighted goal completion, and completed staffing forecasts
Instrumental in new hire screening and interviewing, assisted with special operations projects as needed, and oversaw specialized reporting requests
Consistently demonstrated an ability to exceed departmental goals due to an exceptional ability to maintain productivity and improve employee morale levels
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 620-344-0178 ~ abc@xyz.com
Professional Experience Continued:
Senior Business Analysis Manager
Supported customer service operations within the organization which required generating operations reports and maintaining existing reporting tools
Maintained positive rapport with internal and external clients, acted as as Subject Matter Expert in regards to Crystal Reports software, and modified reports as needed
Manager, Contact Center Support
Led daily functions within the contact support center which included working closely with vendors and internal clients on IVR activity best practices
Successfully planned and managed large scale projects, consistently improved performance quality and efficiency, and generated business forecasts
Additional Professional Experience Includes: Help Desk Manager, Sykes Enterprises and Account Manager, Sykes Enterprises
Education & Technical Skills
Associates Degree of Science, Cloud County Community College
Proficient in: Windows OS Support, Lucent CentreVu, NEC, Apropos, Mitel, Cisco IVR/ACD Clients, Microsoft Office Suite, Microsoft Access, Microsoft Visio, Crystal Reports XI, Business Objects, SIMS Payroll Software, People Scheduler, Blue Pumpkin, TCS Scheduling Software, and Verint WFM Suite
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